Web Enabled Call Center

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A web-enabled call center is a call center that a client can call by pressing a button on a website. A web-enabled call center button allows the client to make a VoIP call through the computer. The button may say “talk” or “call.”

A web-enabled call center assists customers. In an online store, a customer can use the button to speak with a live agent before a purchase. A web-enabled call center can also act as a help desk, which assists employees with technical problems.

Web-Enabled Call Center Features

Alternatively, a website may include a Web Callback feature instead of a talk button. A customer enters their number and an agent will call them back.

Other features of a web-enabled call center can extend to:

text chat

email management

web push

Text chat allows a client to instantly message agents through the company’s website.

Some centers will manage customer service inquiries through email, as well. Call centers can track and use automated replies to incoming emails.

Web push lets agents “push” web pages to clients for guided browsing.

These features make a web-enabled call center synonymous with a contact center.

Requirements

A web-enabled call center button requires the caller to have a microphone and speakers or a headset. The user must also have the correct codecs installed on their computer.